Job Overview
The Information Officer (IO) works within the Individual Services Group (ISG) to deliver services to individuals and organisations (e.g. universities), as part of a Government Recognition Services (GRS) contract. They are experts in credential evaluation and use their knowledge to assess applications and support with service enquiries.
About Ecctis
Ecctis is a trusted and internationally respected provider of official qualifications recognition and evaluation services, and the UK ENIC (UK National Information Centre for global qualifications and skills). We work with governments, universities, and employers worldwide to enhance understanding of global qualifications and skills.
Key responsibilities:
Service delivery
- Evaluate overseas qualifications, ensuring we meet service levels and quality standards in accordance with internal methodology and processes
- Achieve Key Performance Indicators (KPI’s) to support service delivery
- Answering enquiries from individual applicants and member organisation, this could include - Phone calls, Live chat, Written enquiries, Reassessment requests, or Complaints
Service Integrity
- Supporting the quality assurance processes as resource requires
- Ensure necessary counter-fraud measures are carried out
- Following policies, procedures and adhering to GDPR principles
- Supporting with the coaching and development of colleagues, delivering feedback constructively
Organisation Collaboration
- Work collaboratively with appropriate teams and departments to ensure accurate outcomes for both applicants and GRS contractual requirements
- Engaging and / or supporting with the delivery of effective training sessions
- Supporting across the business area where required, contributing to the overall objectives of GRS to meet their contractual requirements
Other
- Abide by the Company’s policies and procedures, and actively promote with the team
- Abide by the Company’s Health and Safety policies and procedures, whilst giving consideration to your own health and safety and that of colleagues
- Any other reasonable duties as required
Skills required:
- Strong organisational and time-management skills
- Ability to meet deadlines, while remaining adaptable to changing processes and priorities
- Demonstrates excellent attention to detail and consistently produces accurate work while maintaining efficiency
- Strong research skills, using a range of resources to collaboratively review complex assessment cases
- Is receptive to feedback, taking on board information to proactively improve and develop
- Adaptable and proficient in using a variety of technologies
- Strong verbal and written communication skills
- A proactive, can-do attitude with a willingness to support the team when required
Person specification:
- Strong verbal and written communication skills in English and Spanish/ Portuguese
- A supportive and co-operative team member
- Ability to take initiative, and ownership of goals and personal development
- Comfortable with a fast-paced environment
- Embraces change and continuous improvement
- Strives to deliver an excellent service, considering individuals, members and GRS contractual requirements
- Minimum Bachelor’s Degree or equivalent experience
Job Types: Full-time, Permanent
Pay: £29,766.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Application question(s):
- If you have a degree qualification or relevant experience please list this below
- This role requires a minimum of two days per week in the Cheltenham office, with full-time office attendance (five days per week) during the initial training period. Are you able to meet this requirement?
Language:
- Spanish or Portuguese (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Cheltenham GL50 2ED
